Einstein Flashcards
Tabs in Einstein
(ABOATS) Account, Billing and Payment, Overview, Activity, Troubleshooting, Services
What tabs are found under the Account tab?
(UAX) User and Preferences, Account History, Xfinity Coupon
What tabs are found under the Billing and Payment tab?
(SBPPL) Summary, Bills, Payments, Preferences, Ledger
What tabs are found under the Troubleshooting tab?
(IDO) ITGs, Devices and Diagnostics, Outages
What tabs are found under the Service tab?
(CA) Customer Agreements, Additional Services
What tabs are found under the Activity tab?
(TO) Tickets, Open work orders
Name the ways you can search itgs?
Internet, TV, Voice, Home, General
How do you end the conversation?
Summarize the Conversation, Confirm the best way to reach the customer in the future, Educate the Customer
What is the link do you select to see the Xfinity centers?
Service Centers
What 2 ways can you filter or search for a channel?
package type, keyword, channel type, channel genre, viewing options
What columns are displayed in the channel line up?
SD, HD, Channel, Lowest Package Subscribed, Stream Status
What will clicking on a channel/network name show you?
Channel/network name, packages it is included in, current program airing, description, air time
What 4 genres can you filter in the channel line up?
Premiums, Lifestyle, Entertainment, News, Help and Services, News and Info, Music, Movies, On Demand, Pay-Per-View, High-Definition, Local, Kids and Family, Multicultural, and Sports
How do you put a customer on the do not call/do not mail list?
Useful Links, Communication Opt Out Manager
Where do you edit contact phone numbers in Einstein?
Account, Users and Preferences, Account Settings
How can you view voice settings?
Account, User and Preferences, Voice Settings
What levels are refreshed in BAM and how often?
Inventory levels are refreshed every 20-30 minutes
Where do you find notifications in Einstein?
Bell icon
You can use your account number to:
- Pay your bill.
- Manage your account with our support team.
- Create a primary Xfinity username to manage your services online.
What is the main username for the account?
Primary
What information does a customer need to create a primary Xfinity username online?
Your account number or the last four digits of your Social Security number plus your date of birth.
Customer Proprietary Network Information (CPNI) is information related to an Xfinity Voice or Xfinity Mobile customer’s voice services. Name 3 reasons you would need to request it.
- Any information contained in voice customer bills.
- Call detail records.
- Quantity (e.g., number of accounts or lines, etc.).
- Technical configuration (call forwarding, number of rings, call blocking, use of calling app, etc.).
- Type (local plan, international plan, mobile service, etc.).
- Destination (called parties, etc.).
- Location (geolocation information, room of house where phone is installed, etc.).
- Amount of use (minutes used, number of parties called, etc.).
What section does not appear in middle panel when you are in the Overview tab vs the top panel in Einstein?
Diagnostics appears instead of Troubleshooting
What is the left panel called in Einstein?
Utility Navigation panel
